As a Service Desk Administrator i am responsible as part of the Second Line Team, using technical and communication skills to ensure that SLAs are met, and quality targets are reached and maintained while reporting directly to the Service Delivery Manager.I receive, prioritise, document and actively resolve customer requests whilst striving to deliver the highest level of customer service.Service Desk Administrators provide a technical escalation level to Service Desk Engineers.Roles:• Implement resolutions derived through own technical knowledge.• Accurately log Incident updates.• Ensure that the Incidents have the correct Impact & Urgency rating.• Accept new incidents and validate (accept/reject) an Incident as quickly as possible. • Reject Incidents where a Known Error has been documented in the Knowledge Base or where suitable diagnostics have not been performed (rejection procedure).• Document resolutions to Known Errors. • Provide a technical escalation point to Service Desk Engineers• Resolve all incidents as per the Incident Management Process• Ensure Incidents are kept up to date at all times.• Adhere to change control proceduresResponsibilities:• Ensure Incidents are kept up to date at all times with accurate information. • Perform Customer care on all incidents. • Manage warranty escalations where appropriate. • Liaise with Service Delivery Manager on escalations and complaints. • Troubleshoot and resolve all Server issues. • Carry out proactive and reactive Server Maintenance.• Update IMAC forms. • Document new Software Installations. • Document 3rd Party Contracts and Escalations. • Manage new client adoptions.• Identify trends for ways to prevent future problems• Ensure change control procedures are enforced• Work as a team member, providing support to colleagues as and when required• Provide assistance and be the escalation point for Service Desk Engineers• Able to keep up with the latest technology

As a Service Desk Engineer I was responsible as part of the 1st line Service Desk team, using technical and communication skills to ensure that SLAs are met, and quality targets are reached and maintained while reporting directly to the Service Delivery Manager.Within this fast paced environment I needed to receive, prioritise, document and actively resolve customer requests whilst striving to deliver the highest level of customer service.Rolls• Answer incoming telephone calls from customers.• Accurately log all the Customer & Caller details.• Resolve and/or escalate all incidents as per the Incident Management Process• Implement Knowledge Document resolutions to Known Errors.• Implement resolutions derived through own technical knowledge.• Accurately log the required Incident details. • Assign Incidents the correct Impact & Urgency rating. • Ensure Incidents are kept up to date at all times.• Escalate where an incident is about to or has breached its agreed SLA.• Respond to all customer requests/queries within Incident Management Process timelines• Adhere to change control proceduresResponsibilities:• Escalate incidents as per the Incident Management Process.• Undertake & manage first level escalations.• Manage warranty escalations where appropriate.• Liaise with the Service Delivery Manager on escalations and complaints.• Identify trends for ways to prevent future problems• Perform preventative maintenance• Ensure change control procedures are enforced• Daily Network Administration to include: • User account administration• Daily checks & reports to include polling, security and backups• Password Reset (ID&V Process) • Add or Change Group Membership • Update customers daily on all open incidents• Work as a team member, providing support to colleagues as and when required• Undertake training where required• Able to keep up to date with the latest technology• Any other duties as are within the scope, spirit & purpose of the job

Field or Site Engineer in a Server/PC hardware environmentAdministration/spares management skillsManage time effectively and priorities tasksProved my ability to follow explicit instructionsAbility to communicate with users at all levels of computer knowledgePrinter hardware maintenanceAll aspects of EPOS (including: troubleshooting, replacement and on site repair)Troubleshooting hardware/softwareFixing IBM & HP LaptopsRe-setting and configuring Cisco routers and wireless routersFamiliarization of Linux Server Operating Systems and Server HardwareWorking Knowledge of network (layer's 1&2) switches and patching